e-commerce applications 2. Identify the essential processes of an e- commerce system, and give examples of how they are implemented in e-commerce applications. 3. Identify and give examples of several key factors and Web store requirements needed to succeed in e-commerce.
(c) 2018 B O-Yankey 2
4. Identify and explain the business value of several types of e-commerce marketplaces. 5. Discuss the benefits and trade-offs of several e-commerce clicks and bricks alternatives.
(c) 2018 B O-Yankey 3
More than just buying and selling products online Includes the entire online process of ◦ Developing, marketing, selling, delivering, servicing and paying for products and services ◦ Transacted on the internetworked global marketplaces of customers ◦ With the support of a worldwide network of business partners
(c) 2018 B O-Yankey 4
(c) 2018 B O-Yankey 5 Business-to-Consumer (B2C) – businesses develop attractive electronic marketplaces to sell products and services to consumers Business-to-Business (B2B) – involves both electronic business marketplaces and direct market links between businesses Consumer-to-Consumer (C2C) – online auctions where consumers can buy and sell with each other
(c) 2018 B O-Yankey 6
(c) 2018 B O-Yankey 7 E-commerce processes must establish mutual trust and secure access Between the parties in an e-commerce transaction By authenticating users, authorizing access, and enforcing security features
(c) 2018 B O-Yankey 8
Gather data on you and your website behavior and choices Build electronic profiles of your characteristics and preferences Profiles are used to recognize you and provide you with a personalized view of the contents of the site with product recommendations and personalized advertising One-to-one marketing strategy
(c) 2018 B O-Yankey 9
Search processes that helps customers find the specific product or service they want to evaluate or buy
(c) 2018 B O-Yankey 10
Content Management – software that helps e-commerce companies develop, generate, deliver, update, and archive text data and multimedia information at e-commerce websites Catalog Management – software that helps generate and manage catalog content May support customer self-service and mass-customization of products, e.g., Dell Computer configuration management
(c) 2018 B O-Yankey 11
Software that helps employees electronically collaborate to accomplish structured work tasks within knowledge-based business processes Ensure proper transactions, decisions, and work activities are performed and the correct data and documents are delivered to the right employee, customer, or supplier
(c) 2018 B O-Yankey 12
(c) 2018 B O-Yankey 13 Most e-commerce applications are event- driven Respond to events such as customer’s first website access, payment, delivery Event notification software monitors e- commerce processes Records all relevant events including problem situations Notifies all involved stakeholders
(c) 2018 B O-Yankey 14
Processes that support the vital collaboration arrangements and trading services Needed by customers, suppliers, and other stakeholders Online communities of interest ◦ E-mail, chat, and discussion groups ◦ Enhance customer service and build customer loyalty
(c) 2018 B O-Yankey 15
Web Payment Processes ◦ Shopping cart process ◦ Credit card payment process ◦ Other more complex payment processes Electronic Funds Transfer (EFT) ◦ Capture and process money and credit transfers between banks and businesses and their customers
(c) 2018 B O-Yankey 16
Network sniffers ◦ Software that recognizes and intercepts credit card number formats Security measures to combat ◦ Encrypt (code and scramble) data between customer and merchant ◦ Encrypt credit card authorizations ◦ Take sensitive information off-line
(c) 2018 B O-Yankey 17
Selection and Value ◦ Attractive product selections, competitive prices, satisfaction guarantees, and customer support after the sale Performance and Service ◦ Fast, easy navigation, shopping, and purchasing, and prompt shipping and delivery Look and Feel ◦ Attractive web storefront, website shipping areas, multimedia product catalog pages, and shopping features
(c) 2018 B O-Yankey 18
Advertising and Incentives ◦ Targeted web page advertising and e-mail promotions, discounts and special offers, including advertising at affiliate sites
(c) 2018 B O-Yankey 19
Personal Attention ◦ Personal web pages, personalized product recommendations, Web advertising and e-mail notices, and interactive support for all customers Community Relationships ◦ Virtual communities of customers, suppliers, company representatives, and others via newsgroups, chat rooms, and links to related sites Security and Reliability ◦ Security of customer information and website transactions, trustworthy product information, and reliable order fulfillment
(c) 2018 B O-Yankey 20
(c) 2018 B O-Yankey 21 Build website ◦ Use simple website design tools ◦ Predesigned templates ◦ Build your own website or use outside contractor Market website to attract visitors and transform them into loyal customers
(c) 2018 B O-Yankey 22
Serve customers by creating user profiles, personal Web pages and promotions that help develop a one-to-one relationship Transact with customers by providing an attractive, friendly, and efficient Web store Support customers with ◦ Self-help menus, tutorials, FAQs ◦ E-mail correspondence with customer service representatives
(c) 2018 B O-Yankey 23
Manage both the business and the website ◦ Record and analyze traffic, inventory and sales ◦ Link to accounting system Operate twenty-four hours a day, seven days a week Protect transactions and customer records, use firewalls, and repel hacker attacks
(c) 2018 B O-Yankey 24
Should we integrate our e-commerce business operations with our traditional physical business operations Or should we keep them separate?